CALL CENTER 101: Quality Assurance (QA Tips and Best Practices) 

Rea hi .. I just wanna ask you what the most usual vocabulary for the call center or be over the phone I watch your videos but I can see. Like vocabulary for it

I have some questions I want new ideas n tips to enhance quality evaluation

Glad it helps. Thank you!

Thanks for watching! I really meant for the video to be for agents thus I didn't say QA analyst in the title. It's QA for quality assurance. 😊 This video was too long ago. Audio has since improved. Thank you!

Agreed

If you believe you have what it takes, go for it! :)

What about quality interview? If you are asked why do you want to apply to a job as a quality analyst..what will you answer please ?

@@isiselmasriya1334 because i love being the person who is responsible for meeting the customers expectations, also making sure i will always reach perfection that's why i find my self very eligible to it

You need to count the monitors to do, you need to follow the score card

You're welcome, Dawn! Glad to help. 😃🙏

Thanks for understanding! :) My audio had been better since but this one I couldn't edit anymore, so maybe I'll update this soon.

Welcome. And thank you too for being here. 🙏💗

Thank you. Appreciate it! 💗

It's audio ducking. Volume goes up when I don't speak and goes low when I speak. Perhaps not the best audio as mentioned in the first part because it had terrible background noise plus I was sick so I couldn't make my voice any louder. Thanks for understanding!

Exactly!!!

Glad it was helpful!

That's why I had a disclaimer when the video started. 😊 I was already aware that the noise was terrible but I still had to publish the video. But thank you for watching.

I remember we used NICE recording before.

Kamusta po interview? Any tips po

Hi Path! I wouldn't say it's the "lowest" position. 😃 It's one of the most important positions but I get your drift. Anyway, the basic salary for agents depends on the account / company and location. The least I'd say is 12,000 pesos and the highly-skilled tasks can be up to 30,000 pesos. Hope that helps!

because im planning to apply, so i want to ask what is the lowest position. i want to start below as beginner if ever i get hired. and about the account can i choose what i want or the company will provide it for you? thanks!

just want to share, try to learn other language, it will help u na maging triple to quadruple pa ang salary mo pag sa BPO industry 😊

Haha 😂 Sa gaisano mall po beside the house.

Yung QA, it requires experience sa calls. Kasi ang work mo nyan is to listen to the calls of the agents and evaluate kung tama ba yung ginagawa nila sa calls. QA analysts don't really take calls anymore. 🙂

@@ReaNinja Nalito na ako. Iba yung QA at QA Analyst diba? I'm confused.

@@redditartc6386 QA means quality assurance (yung metric) so QA analyst is yung quality assurance analyst who evaluates the agents' calls 🙂

Nalito kasi ako sa reply mo tska dun sa job posting na nakita ko sa area namin. Yung open positions were outbound and qa. So, yung qa na yun was meant to be a qa analyst? Im shookt! Haha! Btw, thank you sa replies.

@@redditartc6386 Yes most likely ganun. Yun lang naman ang QA sa call center. Hehe. If outbound naman, depende sa project or account. May iba madali lang, meron din mahirap. 😂 But it's worth trying to build your experience. 😃

Thanks so much Mackie! :)

Much better if nag agent muna para knowledgeable na sa account

That really depends on your acct. For a bank for example, it's not advisable unless really necessary coz acct number can be a sensitive info. For telco and others, it's ok to repeat if you are not sure. But if you are sure, no need to repeat.

Yeah already mentioned it that it's not the best audio

It's automatically added by youtube

What do you want to know? 😊

@@ReaNinja wow! 😲😱 Thank you so much for the reply, Ms. Rea May I ask for some tips on how to get over a dead end situation? I mean, when I don't really know how to solve the customer's concern because It is new to me (a newbie) and there is no floor support around. What to do if I don't know how to interpret the customer's account -like the residual interest etc. then I'm on the dead end because there's is no floor support at all? How to avoid the dead end as well? Knowledge base is useful but sometimes I can't get the exact intent and I am afraid of P.Rs and B.Is in our QA evaluation. Can you also share about PR or Potential Regulatory & BI , Business intent as part of Q.A evaluation? 😊 How to get a fair score on that? I am preparing for my Q.A in one of these days 😊 Any tips will be a huge help ♥️ Thanks ahead, Ms. Rea 😊😊😊

@@MsJam-xt5qp I'll put on the list of videos. Meanwhile, you may check this out and see if it helps for the mean time: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-RLbdPmW0NaY.html

A virtual/executive assistant is the most common one. You can start as a generalist and find something more specialized once you get the hang of it.

Thank you Carro!! Appreciate it. 😊💗

De nada hermosa dama!

Yes 😊

@@ReaNinja Sa training ng Financial Account, bawal po ba magdala ng pen and paper pag sa training? Kasi newbie pa po ako at gusto ko mgdala ng pen at paper pang take down sa mga notes.

Nung training namin, pwede magdala. Pero paperless talaga sa banking. Better ask the trainer to be sure. 😊

@@ReaNinja Maraming salamat Ms Rea

Hi! Can you give me some tips on how to pass the assessment for the QA position. Thank you so much

Aww thanks Bradlee 😊💞

Checked your IG, you've got a great photography skills. I'm loving all your photos there 😍😃

Wow thank you so much! Appreciate it 🙏💗

Iba-iba per company. 😊

Kung sa alorica?

Title says Call Center 101. If you find this basic, you're right so you should look for something else. LOL